Protect Yourself From Utilities Scams

Scammers may target City of Palo Alto Utilities (CPAU) customers by pretending to be from CPAU or the "billing department." Sometimes, scammers will do this by advertising a false phone number online to reach CPAU and pretend to represent CPAU when you call. A fake representative may have your name and address and try to convince you to solicit personal information such as your full social security number or bank account information. They may instruct you to provide payment for a utilities bill that is overdue or even ask you to take other action to receive a rebate. The scammer can sound very convincing, so please be careful and protect yourself! 

Don't hesitate to contact our Utilities Customer Service Call Center at (650) 329-2161 with any questions about your account. You can also check your account information online anytime at cityofpaloalto.org/mycpau.

Additional resources to avoid scams(PDF, 582KB)

Verify the Call

• Scammers have been able to spoof the utilities customer service phone number as a legitimate caller ID.
• You may be asked to pay by money transfer service, such as pre-paid cards from CVS or Walgreens.
• You may be asked to pay by wire transfer from downloading a mobile bank app.
• Scammers may provide a 1-800 call back number or give a fake employee ID and extension number.

How You Know It's a Scam

• CPAU will contact you in writing and through other means of communication if your account balance is overdue.
• We will not demand immediate payment over the phone and threaten to shut off services.
• We will never ask you to pay your utilities bill with a pre-paid debit card - using these untraceable cards will prevent you from ever getting your money back.
• We will never ask you to download any apps to start mobile payments or transfers.
• We will never ask for your full Social Security number or bank account information over the phone.
• CPAU offers several flexible payment options such as through the MyCPAU online utilities account management or automated phone system. 

Take Action Against Scams

• Call (650) 329-2161 to verify your current utilities status.
• Notify your neighbors and friends.
• Read Palo Alto Police Department's crime prevention tips for scams, schemes, and fraud.
• If you have been scammed, file a report with the Palo Alto Police Department.

• Report fraudulent and scam calls to the FTC.
• If you have paid a scammer or have given personal information, follow these steps recognized by the FTC.